Repair Policy
Richway International provides repair service for our products. In order to better serve you, a Return Material Authorization (RMA) number is required. You may obtain this number by calling our customer service center at (808)589-2800 or by sending an e-mail to customerservice (AT) richwayusa.com detailing the problem you are experiencing, or you may contact us to help you. You will also need your “RI number” from your original order. Contact us if you do not have your RI number. The following information provides details of our repair service:
- Two months from the date of delivery, we will pick up the product, repair it and send it back to the customer at no charge.
- Two months to one year from the date of delivery, the customer is responsible for shipping the product back to Richway and for the repair fee which is 100% free. Richway International will cover the cost of shipping the product back to the customer.
- One year to 3 years from the date of delivery, the customer is responsible for shipping the product back to Richway and for the repair fee which is detailed below. Richway International will cover the cost of shipping the product back to the customer.
- Richway International offers Life Time Trade In for 50% off the value of your original purchase. You can trade in for the same product or for another product.
- Only the original buyer of the product can call to get the warranty service.
Sending Product in for Repair:
- Put a sticker with your name on the Bio-Mat.
- If only the mat is the problem, it is not necessary to send the controller and the carrying bag. Likewise, if this is a controller problem, send only the controller.
- If you do not have a box, please wrap securely with brown paper and proper labeling.
- In the United States, using the United States Postal system is very inexpensive and there is also the option of booking your parcel online.
- Go to www.usps.com – click on tab “calculate postage”
- The U. S. Postal system provides extra services such as tracking capabilities, delivery confirmation, insurance, and even carrier pick up for large packages.
Shipping address:
Richway International
1314 South King Street, Suite 520
Honolulu, HI 96814
Rates
| REPAIR FEES AFTER FIRST YEAR | |||||
|---|---|---|---|---|---|
| PRODUCT | 1 to 2 months | 2 months to 1 year | SECOND YEAR | THIRD YEAR | FOURTH - 30th YEARS |
| MINI MAT | FREE PICK-UP FREE REPAIRS FREE RETURN |
SEND BY CUSTOMER FREE REPAIRS FREE RETURN | $40.00 | $80.00 | $120.00 |
| BIOMAT PROFESSIONAL | $60.00 | $120.00 | $180.00 | ||
| BIOMAT SINGLE | $60.00 | $120.00 | $180.00 | ||
| BIOMAT QUEEN | $80.00 | $160.00 | $240.00 | ||
| BIOMAT KING | $100.00 | $200.00 | $300.00 | ||
| ALKAL-LIFE | $240.00 | ||||
| REJUVENA | $0.00 | $100.00 | $150.00 | ||
If you have any questions, please feel free to call Richway at (808)589-2800 or e-mail them at customerservice (AT) richwayusa.com, or contact us.